Richard Snow's Analyst Perspectives

Genesys Advances Engagement and Optimization of Customers

Posted by Richard Snow on Apr 11, 2017 9:22:15 AM

In tracking Genesys for several years I have seen it grow through a series of product developments and acquisitions – from predominantly selling call routing and computer/telephony integration (CTI) software to providing a suite of products that manage inbound and outbound, assisted and digital channels of customer engagement. Continuing this expansion Genesys recently acquired Interactive Intelligence and Silver Lining. These new assets signal another round of transformation as the company builds support for what I call a customer experience hub – a combination of products to support all aspects of enterprise-wide customer engagement.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Analytics, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, digital technology

NICE and the Customer Experience Platform

Posted by Richard Snow on Mar 22, 2017 7:50:26 AM

In tracking NICE for a decade I have seen the company grow, through a series of acquisitions and product developments, from a vendor largely of workforce management systems to one that offers a full suite of workforce optimization products. It is now advancing what I call a customer experience platform that builds on top of my last coverage of it advancing its efforts. This includes systems to manage assisted channels of engagement (primarily the telephone), digital channels of engagement, workforce optimization, advanced analytics and tight integration with business applications such as CRM. NICE is on the road to building such a platform using existing and newly developed products and those that it recently acquired from Nexidia and inContact. It will take time before a fully integrated platform is available, but the company has already taken steps toward this goal.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience, Mobile Technology, Analytics, Cloud Computing, Collaboration, Customer Service, Contact Center, CRM, digital technology

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:16 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

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Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Call Copy, Enghouse interactive, Enkata, Genesys, NewVoicemedia, Nexidia, ShoreTel, Analytics, Business Mobility, Cloud Computing, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), and Verint, cTalk Ltd, Noble Systems, digital technology